RETURNS & REFUNDS
Straightforward returns. Clear expectations.
Rabsec is a trade-only distributor supplying professional security and electrical installers. We want our returns process to be straightforward while ensuring products can be returned to our suppliers and manufacturers in the appropriate condition.
If you need to return an item, please contact Rabsec before sending any goods back so that we can advise you on the correct returns procedure.
UNWANTED OR INCORRECTLY ORDERED ITEMS
Requests to return unwanted or incorrectly ordered goods should be made within 14 days of delivery.
Unless an item is faulty, damaged or has been supplied incorrectly by Rabsec, products being returned must be:
• Unopened
• Unused
• In their original undamaged packaging
• Complete with all accessories, manuals and supplied components
Returns are subject to approval by Rabsec. Please contact us before returning any goods.
Products that have been opened, installed, used, programmed or otherwise removed from a condition suitable for resale may not be accepted for return unless they are faulty.
RETURNS AFTER 14 DAYS
Any request to return unwanted goods after the 14-day returns period will be considered at Rabsec's discretion, and acceptance of the return is not guaranteed.
Where Rabsec agrees to accept a return after 14 days, the goods must be unopened, unused, complete and in their original undamaged packaging.
An agreed late return may be subject to a restocking fee, which will be deducted from any credit or refund due. We will advise you of any applicable restocking fee before authorising the return.
Special-order, pre-configured, programmed or otherwise customised products may not be eligible for return.
DAMAGED OR INCORRECT GOODS
If your order arrives damaged or you believe we have supplied the wrong item, please contact us as soon as possible.
Where possible, please provide photographs of the product, packaging and shipping label. This helps us investigate the issue quickly and arrange the appropriate replacement or return.
FAULTY PRODUCTS
If you believe a product is faulty, please contact Rabsec before removing or returning the equipment where practical.
Our technical team may be able to help diagnose the problem remotely and resolve the issue without the equipment needing to be returned.
Where a return is required, we will advise you of the appropriate warranty or returns procedure.
ADVANCE REPLACEMENTS
In some circumstances Rabsec may provide an advance replacement before the original equipment has been returned and without requiring payment for the replacement item in advance.
The original equipment must be returned to Rabsec within 14 days of the advance replacement being supplied, unless otherwise agreed with Rabsec in writing.
If the original equipment is not returned within 14 days, Rabsec reserves the right to invoice your account for the advance replacement supplied.
Providing an advance replacement does not mean that the original equipment no longer needs to be returned.
PRE-CONFIGURED & SPECIAL-ORDER PRODUCTS
Products that have been specially ordered, configured, programmed or prepared specifically for your project may not normally be accepted for return unless they are faulty or Rabsec has supplied them incorrectly.
Please speak to us before ordering if you are unsure whether a product will be eligible for return.
REFUNDS & CREDITS
Where a return has been authorised, Rabsec will inspect the goods once they have been received.
Once the return has been approved, any refund or account credit due will be processed using the appropriate payment method or credited to your Rabsec account.
Shipping charges and other costs associated with a return may not be refundable unless the goods were faulty, damaged or supplied incorrectly by Rabsec.
Where a restocking fee has been agreed as a condition of accepting a return, this will be deducted from the amount credited or refunded.
BEFORE RETURNING ANYTHING
Please do not send equipment back to Rabsec without contacting us first.
Contact us with your order or invoice number, the product being returned and the reason for the return. We will then advise you of the next steps and, where appropriate, authorise the return.
More than distribution. Real support, from people who know security.
